View All Jobs/Careers

Dow Jones

We break stories, influence ideas, and advance business intelligence and cultural interest. We expose the events that turn markets, the digital breakthroughs that transform art, the demand that drives invention, as well as the political and societal passing moments and lasting consequences. We are the people of Dow Jones. From different fields, backgrounds and viewpoints we invite you to join us.

Examine the world and bring it to others.

reach out to us at <a href="mailto:TalentResourceTeam@dowjones.com" target="_blank">TalentResourceTeam@dowjones.com </a>. Please put “Reason

Job Information

Dow Jones Customer Service Team Leader, Retention in PRINCETON, New Jersey

Job Description: The Customer Service & Experience Design (CSXD) Department’s mission is to provide superior customer experiences that are purposeful, seamless, consistent, and that are in-line with our world-class B2C and B2B brands Our Customer Service Teams provide 1st through 3rd level support for our global customers and client contacts. Our Contact Center Operational Excellence team is responsible for Training, Quality Management, Service Performance Reporting, Service Design, and the Systems that support the Customer Service team. Our Customer Experience Design Team are the guardians of the customer experience and advocate for our customers All of our team members are passionate about always being the 'customer' and work to incorporate our CSXD core values into their work every day. We are looking for applicants that are Curious, Unique, Self-Starters, Team Players, Open, Motivated, Educated, and Respectful. We encourage anyone that wants to join us in our vision to lead Dow Jones in being a customer-obsessed organization to apply. Customer Service Team Leader - Retention (Consumer) Based in: Princeton Reports to: Customer Service Supervisor Key Responsibilities: When Dow Jones members contact us with an intention to cancel their subscription or an issue about their subscription, we need a skilled team ready to listen and engage positively with customers as they build relationships and multitask. People who are able to deliver personalized service to every member and provide resolutions to turn any situation around. We are seeking a leader and self-starter to join our newly formed team with a focus on customer retention. The ideal candidate will possess a passion for developing individuals to provide top customer service and maximize retention and growth of Dow Jones’ Consumer membership base. + Helping to lead the Customer Service team to retain customers and ensure all customers receive superior service for Dow Jones consumer products. + Assist with and monitor activities of staff including scheduling, coaching, training, retraining and performance management to develop an effective team with a strong customer focus + Conduct telephone, e-mail, and web chat monitoring for staff and provide feedback for development purposes and to ensure accurate and timely support + Share information with staff, review team progress and establish relationships with other teams to improve the retention performance + Generate ideas that streamline processes, reduce manual work and quicken customer service operations with the goal of improving the customer experience + Identify trends and develop and implement plans for improvement to ensure required retention rates and customer satisfaction levels + Develop a cohesive and informed team through contribution to regular staff meetings and team-building exercises + Make preparations for new hires, including new hire training and job shadowing schedules + Handle escalated customer contacts and model performance behaviors when interacting with customers + Act as management contact for Customer Service when the CS Supervisor is not available QUALIFICATIONS: Required + Experience in retaining customers and performing management responsibilities in a customer service organization + Experience in training/coaching team members on new products and job behaviors with the goal of retaining customers + Ability to build and develop relationships with others to assess needs, identify and solve problems Preferred + Experience scheduling work and making work assignment adjustments to meet changing work priorities and ensure goal fulfillment + Ability to assimilate complex product knowledge and identify appropriate solutions to solve problems independently + Excellent oral and written communication skills Desired + Bachelor’s degree or equivalent work experience Our Benefits + Comprehensive Healthcare Plans + Paid Time Off + Retirement Plans + Comprehensive Insurance Plans + Education Benefits + Family Care Benefits + Commuter Transit Program + Subscription Discounts + Employee Referral Program All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/Disabled/Vets . Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities, in our job application and/or interview process. If you need assistance or accommodation in completing your application, due to a disability, please reach out to us at TalentResourceTeam@dowjones.com. Please put Reasonable Accommodation in the subject line. Dow Jones , Making Careers Newsworthy All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/Disabled/Vets . Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities, in our job application and/or interview process. If you need assistance or accommodation in completing your application, due to a disability, please reach out to us at TalentResourceTeam@dowjones.com. Please put “Reasonable Accommodation" in the subject line. Business Area: PRINT & ENT SVCS - CUSTOMER SERVICE Job Category: Customer Service/Support Group About Us Since 1882, Dow Jones has been finding new ways to bring information to the world’s top business entities. Beginning as a niche news agency in an obscure Wall Street basement, Dow Jones has grown to be a worldwide news and information powerhouse, with prestigious brands including The Wall Street Journal, Dow Jones Newswires, Factiva, Barron’s, MarketWatch and Financial News. This longevity and success is due to a relentless pursuit of accuracy, depth and innovation, enhanced by the wisdom of past experience and a solid grasp on the future ahead. More than its individual brands, Dow Jones is a modern gateway to intelligence, with innovative technology, advanced data feeds, integrated solutions, expert research, award-winning journalism and customizable apps and delivery systems to bring the information that matters most to customers, when and where they need it, every day. If you are a current employee at Dow Jones, do not apply here. Please go to the Career section on your Workday homepage and view "Find Jobs - Dow Jones." Thank you. Req ID: 24175

DirectEmployers